Jordan eJordan e--Government Government ProgramProgram

September 2005 September 2005

By:By:

Khaldoun NaffaKhaldoun NaffaDirector of eDirector of e--Government Program Government Program -- JordanJordan

• Socio-economic development

• Transformation to a knowledge- based economy

• Leveraging the human resource capital

• Public sector reform

• Utilizing technology as an enabler

Vision of HM King Abdullah II

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Paradigm shift

Government approach

• National agenda• Government Performance Management Initiative• Public Sector Reform Initiative• e-Government Initiative • e-Justice Initiative • e- Education Initiative• National Broadband Network Initiative • Public-Private Partnership Initiatives

e-Government Vision

Be a major contributor to Jordan’s socioeconomic development by

providing access to e-Government services and information for everyone in the kingdom irrespective of location,

economic status, IT ability and education.

Objectives

• Increasing information accessibility

• Improving performance and efficiency

• Reducing cost

• Ensuring transparency and visibility

• e-Skilling the public sector

• Promoting ICT sector in Jordan

• Boosting e-Commerce activities

• Better information accessibility

• Electronic service delivery

• Customer-centric services

• Guaranteed service level

• Multiple delivery channels, not just the Internet!

• Process reengineering, not automating dinosaurs

• Information, communication, transaction services

Outcomes

Start

• Readiness assessment

• Identification of pillars:– Infrastructure– Technology– Organization & Administration – Human resources – Legislation

• Blueprint & Road map – Strategy– Architecture

• PMO set up for delivery

e-GovernmentLife Cycle

CommunicationTransactions

Transformation Information

Structure

Program Management Office• Program Management • Project Management Services & subject matter expertise• Projects implementation

Strategy Management • e-Government strategy• Program Blue Print & Road map

Change Management• Awareness & Communication• Change enablement• Literacy & training

Technology ManagementTechnology Management• Architecture & Standards• Security• Support Services• Shared Services

Operations ManagementOperations Management• Secure Government Network• Operations Centre• Contact Centre• Operations Strategies

Program Organization

Initiative Inception

Initiative Development

Initiative Implementation

Project InitiationRole

AssignmentsBusiness CaseDevelopment

BCA Information defined and template completed

PMO documentation Processes

Procurement Processes

Project ManagementMethodology and Kit

BCM manages Performance Management Process

Initiative starter kitEstimated BudgetMinistry OwnershipIdentified PMBCM Assigned

BCA Approval Process

Project Implementation

Approved BC

PMO Reporting Processes

PMO/Ministry Prepare/Plan for cutover to Ministry

PMO Performance Baselining

Ministry takes on Operations

Approach

Initiative Life Cycle

Upgrading the infrastructure, SGN

Assessing the readinessDefining candidate

e- services

Analyzing and re-engineering the business processes surrounding

the e-services

Development & Implementation

Change Management

Restructuring Customer Service/Contact Center

e-Services development Life Cycle

Services Approach-e

Dept“A”

Dept“B”

Dept“C”

Service “1”

Service “2”

Service “3”

Dept“A”

Dept“B”

Dept“C”

Service “1”

Service “2”

Service “3”

eGovt

Service “3”+ New Service “I”

Government service desk

Contact Center operator

@ e Mail service

Internet service access

Citizen

Traditional service approach e-Government service approach

e$

Traditional service approach

Government Unit “C”

Government Unit “A”

Government Unit “D”

Government Unit “B”

Government Unit “C”

Government Unit “A”

Government Unit “D”

Government Unit “B”

eGovernment operation approach

SGN

Collaborative services and Shared applications

Service related Information

Administration

Mail

Applications

Internet Access

Operation Management Approach

Initiatives & Projects

• InfrastructureSecure Government Network, Operations Center,

Contact Center, Customer Service Units, Security, Enterprise architecture and training.

• Shared ServicesPortal, e-Payment, e-Procurement, GRP and GIS.

• E-ServicesWave I: Income Tax, Sales Tax, Driver & Vehicles

Licensing, Lands & Survey, Residency & Borders, Company registration, Telco Licensing

Wave II: Cross departmental services

Portal

e-mail service80% of all respondents feel that their work environment has become more productive

80.00%

20.0%

75.00%

25.0%

83.33%

16.7%

64.29%

35.7%

85.71%

14.3%

90.47%

9.5%

77.77%

22.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Total MIT MOF MOGA MoICT MOP PM

Productivity with Use of Email

More productive Not more productive

Key Success Factors

• Bridging the Digital divide: PC & Internet penetration• Integrating functional silos• Access to information• Customer Centric approach• Skill set in Government• Availability of financial resources• Readiness of Infrastructure• Institutionalization and continuity • Executive decision support• Buy-in & commitment on all levels• Performance measurement • Legislative readiness• Partnership with Private Sector & Academia

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Improving level of service

Q&A

Thank you